SUPERVISOR CUSTOMER OPERATIONS

Job Description

Job Description Description:
Job Title:

Supervisor Customer Operations
Pay Grade:

8
Salary:

$80,136

Department:

Operations

Reports to:

Customer Experience Manager
FLSA Status:

Exempt

Position Summary: The Customer Experience Supervisor is responsible for overseeing the overall operation of several buildings within Central Passenger Terminal Complex (CPTC), and ensuring that properties within their assigned portfolio are financially sound, well maintained according to AATC standards and comply with all regulatory and life safety requirements. In addition, the position assists in the development and monitoring of policies and procedures related to facility management, oversees employee development and matters included but not limited to: recruitment, interviewing, on-going performance supervision, and training, coaching and mentoring according to company standards. This position is part of the Customer Experience Leadership Team which may require assisting with special projects as assigned.

Responsibilities:
· Supports departmental objectives and goals in relation to safety, quality, and timely delivery of services.
· Ensures that custodial partners meet their contractual obligations in terms of manpower allocated and satisfactory completion of scheduled detail cleaning.
· Shares in the leadership, with other supervisors, of the Customer Experience Management Team and holds them accountable for a high level of performance, team work and customer service.
· Assists the Customer Experience Manager in the development, implementation and maintenance of internal controls and procedures that provide operational and fiscal control, cost savings, and effective utilization of assets and facilities.
· Analyzes the condition and the operations of assigned facilities and makes recommendations for improvements.
· Maintains regular contact and builds solid working relationships with customers, tenants, contractors, and AATC Staff to ensure the highest level of customer service.
Communicates, as appropriate, with all members of AATC regarding tenant matters that pertain to maintenance, cleanliness, or work requests within the assigned facility.
· Communicates all issues/concerns relating to the assigned

facility/facilities

or contractors with the Customer Experience Management Team.
· Attends and participates in facilities related activities, meetings and organizations when possible.
· Attends meetings requested by regulatory agencies.
· Ensures compliance with all CPTC lease and regulatory requirements.
· Supervises Customer Experience Superintendents and supports them in supervision of their contractors.
· Responsible for completing timely performance evaluation for direct reports.
· Additional duties as assigned by management.
Requirements: · Supports departmental objectives and goals in relation to safety, quality, and timely delivery of services.
· Ensures that custodial partners meet their contractual obligations in terms of manpower allocated and satisfactory completion of scheduled detail cleaning.
· Shares in the leadership, with other supervisors, of the Customer Experience Management Team and holds them accountable for a high level of performance, team work and customer service.
· Assists the Customer Experience Manager in the development, implementation and maintenance of internal controls and procedures that provide operational and fiscal control, cost savings, and effective utilization of assets and facilities.
· Analyzes the condition and the operations of assigned facilities and makes recommendations for improvements.
· Maintains regular contact and builds solid working relationships with customers, tenants, contractors, and AATC Staff to ensure the highest level of customer service.
Communicates, as appropriate, with all members of AATC regarding tenant matters that pertain to maintenance, cleanliness, or work requests within the assigned facility.
· Communicates all issues/concerns relating to the assigned

facility/facilities

or contractors with the Customer Experience Management Team.
· Attends and participates in facilities related activities, meetings and organizations when possible.
· Attends meetings requested by regulatory agencies.
· Ensures compliance with all CPTC lease and regulatory requirements.
· Supervises Customer Experience Superintendents and supports them in supervision of their contractors.
· Responsible for completing timely performance evaluation for direct reports.
· Additional duties as assigned by management.

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